Putting Patient Experience at the Centre of Care
How a seamless digital front-door reduced friction for 500,000 patients and freed clinical staff from administrative burden
The Challenge
MediCare Group's 45 hospitals were managing patient appointments, records access, and care communications through a patchwork of legacy systems and phone calls — creating friction for patients and administrative overload for staff.
40% No-Show Rate
Patients missed appointments due to lack of reminders and friction in rescheduling, costing the group an estimated $3.5M annually.
Phone-Centric Administration
80% of appointment bookings and record requests were handled via phone, overwhelming front-desk staff during peak hours.
No Unified Patient Record View
Patients navigated up to 6 separate systems across specialities — leading to frustration and missed follow-up care.
Our Approach
We designed and built a unified, HIPAA-compliant patient portal as a cross-platform mobile app and responsive web app — consolidating appointments, records, prescriptions, and secure messaging into one seamless experience.
Unified Identity & Records Layer
Integrated with HL7 FHIR APIs across the hospital's existing EMR systems to provide patients a single, unified view of their care history.
Smart Appointment Management
Built an AI-assisted scheduling module with multi-channel reminders (push, SMS, email) and one-tap rescheduling, dramatically reducing no-shows.
HIPAA-Compliant Secure Messaging
Implemented end-to-end encrypted messaging between patients and care teams, eliminating non-compliant communication channels.
Offline-First Mobile Experience
Designed an offline-first React Native app so patients could access records and communicate even in areas with poor connectivity.
The Outcome
The platform launched to 500K active users within 3 months, delivering measurable improvements to patient outcomes and operational efficiency.
"Our patients can now manage their entire care journey from their phones. Naarvee delivered a product that our clinical team and patients genuinely love using."
Ready to achieve similar results?
Let's discuss how we can apply these learnings to your business.